HPService Manager GetIT Application

For the Supported Windows operating systems Software Version: 9.32

User Guide

Document Release Date: December 2013 Software Release Date: December 2013

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Contents
Contents
Chapter 1: Overview Chapter 2: Launching the GetIT application Log on to HP Anywhere Log on to the GetIT application Chapter 3: Using the GetIT application Search the knowledge base Open a support ticket View opened and closed tickets Ask friends for help

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6 7 7 7 12 12 13 15 17

We appreciate your feedback!

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Chapter 1: Overview
The Service Manager GetIT application enables you to search knowledge base, submit and view your submitted tickets from your mobile device by using HP Anywhere. You can also ask your friends for help through HP Anywhere activity when you cannot find any solutions in the knowledge base. This guide provides the basic instructions on how to launch and use the GetIT application on your smartphone. To prepare for launching the GetIT application on your smartphone, make sure:
l

You have downloaded and installed the following software:

n

HP Service Manager GetIT application for smartphone 1.0.0 HP Anywhere 10.10 (on the server) HP Anywhere 10.10 (on the smartphone) HP Service Manager 9.32

Your smartphone meets the following requirements:

n

The operating system is iOS 7.0 or Android 4.0 The smartphone communicates with the HP Anywhere Server by using Wi-Fi or 3G

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Chapter 2: Launching the GetIT application

To launch the GetIT application, you must first log on to HP Anywhere and then log on to the GetIT application. This chapter includes:
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"Log on to HP Anywhere" below "Log on to the GetIT application" below

Log on to HP Anywhere
To log on to HP Anywhere, follow the steps below: 1. Tap the HP Anywhere icon on your smartphone. The HP Anywhere login page opens. 2. Type your user name, password, and the URL (including the port number) for the HP Anywhere Server. 3. Tap Login.

Log on to the GetIT application

To log on to the GetIT application, follow the steps below:

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1. Go to My Apps page, tap

2. Enable the GetIT Application. Refer to the following screenshots as an example:

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3. Set user name and password for the Basic Authentication Mode. You will get a warning message if user name and password are not set when launching the GetIT Application. If you does not get the warning, the administrator has enabled LWSSO as the authentication mode. a. Tap the gear icon and go to the Settings tab.

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b. Tap GetIT > Data source Info and set your user Name and password.

4. Return to My Apps page and tap the GetIT Application icon.

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Now you have logged on to the GetIT application.

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Chapter 3: Using the GetIT application

The GetIT application enables you to perform the following tasks:
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"Search the knowledge base" below "Open a support ticket" on the next page "View opened and closed tickets" on page 15 "Ask friends for help" on page 17

Search the knowledge base

When you launch the GetIT application for the first time, it may take some time to download and initialize the application. The default page is Search Knowledge, which enables you to search the knowledge base for your questions. To search the knowledge base, follow the steps below: 1. Type your issue and tap the magnifier icon to search the knowledge base.

2. Tap the result record and view the knowledge article.

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3. Tap

on the tool bar or tap Cancel on the bottom to return to the search results.

4. You can also add feedback to the knowledge article by tapping Add Feedback.

Open a support ticket

If you cannot find the knowledge article to address your issue, you can also open a support ticket. To open a support, follow the steps below:

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1. Tap Open Ticket in the menu or tap

on the bottom:

2. Type the required information for a support ticket:

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3. You can also take and upload pictures as attachments. 4. Tap Submit to submit the ticket.

View opened and closed tickets

To view your opened and closed tickets, follow the steps below:

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1. Tap

or

to view your submitted tickets.

2. Tap the record to view the content of a ticket.

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3. You can update, close or resubmit the ticket by tap the buttons on the bottom of the screen.

Ask friends for help

To ask your friends for help, follow the steps below:

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1. Tap Ask Friends in the search knowledge page:

2. Type the title and description for your issue:

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3. Tap Create. 4. You can view your activities from HP Anywhere Front Page. For details on activities and collaboration, see the HP Anywhere User Guide.

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We appreciate your feedback!

If you have comments about this document, you can contact the documentation team by email. If an email client is configured on this system, click the link above and an email window opens with the following information in the subject line: Feedback on User Guide (Service Manager GetIT Application 9.32) Just add your feedback to the email and click send. If no email client is available, copy the information above to a new message in a web mail client, and send your feedback to ovdocitsm@hp.com.